Description
The Workforce Analyst monitors and maintains real-time call volume and email traffic, distributes calls and emails based on staff and skill availability, manages contact center schedules, routes callers, creates and maintains performance reports, and forecasts call and email volume and staffing needs. The role is responsible for ensuring contact center metrics meet expectations and requires an associate's degree or equivalent experience, at least two years of contact center workforce-management experience, Microsoft Word and Excel proficiency, and the ability to work independently and collaboratively.
